Responsibilities

Team Introduction:

Dedicated to building an industry-leading large-model dialogue system, the team serves hundreds of millions of daily active users, with application scenarios covering the entire Douyin e-commerce ecosystem. This includes core business scenarios such as platform customer service, platform merchant service, merchant customer service, influencer customer service, and innovative intelligent shopping guides. Through continuous technological innovation and optimization, the team has successfully established a complete intelligent dialogue solution, delivering significant efficiency improvements and user experience enhancements to e-commerce operations.

Research Objectives

Develop an LLM-based customer service chatbot for TikTok and Douyin E-commerce, enabling intelligent customer service interactions. The LLM will handle the entire user inquiry process, including request clarification, solution negotiation, and execution.

Necessity

LLM&aposs strong conversational and reasoning abilities make it especially suitable for intelligent customer service, capable of potentially reaching the service standards of excellent human representatives.

Research Content

Design a multi-agent framework based on LLM, integrating planning-agent, reply-agent, and tool-agent. Each agent will specialize in different functions, working collaboratively to manage the complete service processfrom issue identification and solution negotiation to solution implementation and feedback.

Reply-agent ensures the proposed solutions comply with platform policies and service guidelines, avoids excessive improvisation or hallucinations, and maintains smooth communication and negotiation with the user.
Planning-agent identifies user demands and problem scenarios, sourcing relevant service guidelines and constraints as well as recognizing risk scenarios.
Tool-agent validates the legality of tool usage, accurately interprets the results from tool interactions, and manages execution dependencies of various actions.

Research Challenges

Compliance with service guidelines: Ensuring the chatbot&aposs solutions adhere to platform service guidelines (such as available refund within xx days of parcel arrival and coupon limits per user per week).

Dynamic feedback adaptation: Static adherence to service rules and providing fixed solutions can limit the flexibility of reply-agents, preventing them from acting like excellent human customer service representatives. By enabling reply-agents to interact in real-time with their environment, considering user&aposs behavioral trends, demands expressed during inquiries, and feedback on proposed solutions, personalized service can be provided. This approach fosters adaptive responses and progressive services and solutions, closely mirroring the flexibility and excellence of human customer service.

Self-reflection: Employing LLM&aposs capabilities to understand, analyze, and evaluate its own behavior, fostering self-supervision and decision refinement through reflection on outputs, particularly with complex and ambiguous tasks.

Complex image processing: Handling scenarios involving numerous complex images (including shipping order photos, bank transaction screenshots, images of damaged goods received, and seller qualification certifications). These images contain key information crucial to enhancing the chatbot&aposs problem resolution capabilities.

Qualifications

Got doctor degree, preferably with a background in computer science, software engineering, artificial intelligence, mathematics, or related fields.
Solid foundation in machine learning, with in-depth understanding of deep learning, multimodal models, generative models, and other technologies; strong mathematical and ability to self-learn are required.
Proficient in relevant machine learning frameworks (e.g., PyTorch, TensorFlow) and engineering frameworks, with strong coding skills.
Prior experience in the field of multimodal large models, especially in long-text processing or film/television drama domains, is preferred.
Candidates who have published papers in top-tier computer science conferences/journals (e.g., NeurIPS, ICML, CVPR, ICCV, ECCV, IJCAI, AAAI, KDD, SIGIR, WWW, ACL, PAMI, IJCV) or have competition experience are highly preferred.

Job Information

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok&aposs global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok&aposs mission. Our innovative product is built to help people authentically express themselves, discover and connect and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We&aposre resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

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